The support will help in the basic matters and if there is tecnical issue they will probably raise an ticket to solve the problem and transfer it to the team to look into the matter and ask for you to wait for sometime but going through support team is the only way as they won't handle any issues outside or on social media.But yes you can tell here what's the problem to help better.
It is usually better to ask for support from the staff, but then also write to their social media and here to get attention, I do not support that because it creates a lot of workload for the people who are already looking into the problem, there is no reason to pressure them like that, but at the end of the day there is a reasonable approach if you are not getting responses fast enough, that added pressure will make sure that you would get your responses quicker.
Just don't do it after a few hours, because that’s normal, if you don't hear from anyone over 48 hours, you could start writing here and on social media to make it faster and quicker response.
When you are really tending to fasten up to process then posting up on different mediums so that getting their attention would be ideal but as said this should really be done if you arent getting any response at least 48 hours but there are people who are that too impatient which they cant even wait for 24 hours and directly freaking out on the issues that they've been experiencing.
For reputable and known platforms then you do feel a bit secured since you do have in mind that they wont really be messing up their reputation on something small issue which would really be giving
out some assurance that it would be resolved soon.It cant really just be avoided on people are just too impulsive when it comes on facing up some issues or problems.